Lead Member Relation Specialist

Position Summary

Professionally exercises extraordinary service and value by providing the highest level of member service when assisting and meeting the needs of all members in order to leave a positive impact with each interaction. Supports TTCU’s Mission, Vision, and Core Values. All interactions and all service standards should align with these core beliefs. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Supervises: None

Essential Job Functions and Responsibilities

Manage agent help desk line providing support, direction, and coaching for others in the department to ensure a high level of service from the perspective of courtesy, promptness and accuracy. Assist with escalated member service issues, perform research and resolution for member requests. Provides feedback to management of critical issues, interest, and concerns of members to support ongoing efforts to improve service and product sales. (25 %)

Assist Member Relations Management with duties including but not limited to: opening and/or closing the Member Relations Center, including Saturdays as designated by position, assisting in coordinating employee schedules, monitoring agent adherence, performing quality assurance monitoring, participating in call calibrations, and mentoring and training of other member relations specialists. (25 %)

Generate daily agent and departmental reports, ensuring accurate completion of month-end reporting by assigned deadlines. Provide feedback to management of potential trends and/or adherence concerns. (25 %)

Respond to member and potential member inquiries and provide support submitted via phone, chat, email, virtual branch messages and/or any other multi-channel communication distribution by verifying caller identification and support and respond to member requests to include all manner of member inquiries. Motivates Member Relations Specialists to cross-sell credit union products and services and leads by example by effectively and efficiently analyzing member profiles to promote products and services that will be beneficial to both the member and TTCU. (15 %)

Assist Members and non-members with loan applications including gathering information, auditing for completeness, and keeping an open line of communication related to status of loan application(s), which includes subsequent questions or concerns that may arise. (10 %)

Minimum Qualifications Educational Requirements

Associates degree in Business, Finance or other related discipline preferred

Certificates/Licenses

Must have reliable transportation

Ability to qualify and maintain Oklahoma Resident Limited Producer License (NMLS)

Must successfully complete and pass TTCU's Learning & Development CU Advisor Training Program Must successfully complete and pass TTCU's Learning & Development MRS I, II and III Programs

Experience/Years of Experience/Level of Experience

Customer service experience in banking, retail, or related field 4 Years Intermediate Experience in a call center and/or technical trouble shooting

Experience working with call center management systems and technology preferred Leadership experience motivating, recognizing and coaching teams to success Bilingual Preferred

Additional Requirements

Job Knowledge

Ability to learn credit union products and services to appropriately assess member needs, provide applicable solutions/recommendations, and build caring relationships to optimize cross sell opportunities to new and existing members

Ability to complete multiple and varying member request in a timely fashion

Focused on learning to expand the member relationship with emphasis on creating new relationships and expanding existing relationships utilizing an array of reports and by building rapport with members

Ability to learn proprietary computer software such as FSP, OnBase, Touché and Cisco Agent Desktop

Proficient in the use of the PC, Tablets, Mobile applications, Internet navigation and with Microsoft Office applications (Word, Excel, PowerPoint, SharePoint, and Outlook)

Follow policies and procedures; support organization's goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules

Interpersonal Skills

Strong interpersonal and member service skills, including the ability to maintain composure under pressure while interacting with others face-to-face, by telephone, and through other communication modalities using active listening skills, developing rapport, and responding with empathy.

Intermediate written and verbal communication skills are required to effectively interact with members regarding financial transactional support or service, which may involve problem resolution, including but not limited to educational information regarding products and services.

Strong attention to detail and the ability to maintain confidential information appropriately and exercise discretion, sensitivity and tact at all times.

Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions

Routinely perform work indoors in climate-controlled shared work area with a moderate level of noise

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Employee Statement of Understanding

I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.

I am able to perform all of the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.